Service Desk Manager
Location: Phoenix, Arizona (Hybrid / In-Office as required)
Reports To: President
Role Summary
We are seeking an experienced, hands-on Service Desk Manager to lead our technical support team and elevate overall service performance. This role oversees daily operations, technician development, service quality, and continuous improvement across the service desk.
The ideal candidate is a strong people leader with technical fluency — someone who can coach technicians, guide escalations, analyze performance trends, and refine processes to improve both the client and technician experience. This role plays a key part in scaling our service operations as the organization continues to grow.
Key Responsibilities
Service Desk Leadership & Team Development
- Lead and manage the day-to-day operations of the service desk team.
- Conduct regular 1:1s focused on performance, accountability, and professional development.
- Identify team skill gaps and implement targeted coaching, training, and development plans.
- Provide guidance on escalations and support technicians in complex troubleshooting when necessary.
- Foster a culture of ownership, continuous learning, and high service standards.
Operational Oversight & Hands-On Support
- Monitor ticket queues to ensure timely responses and resolution consistency.
- Assist with tickets during peak periods or high-severity situations (player-coach model).
- Review escalations for trends, root causes, and process improvement opportunities.
- Ensure standardization of troubleshooting steps, documentation, and resolution quality.
- Promote proactive problem-solving and reduction of recurring issues.
Performance Monitoring & Reporting
- Track service desk metrics and team productivity.
- Deliver regular performance and trend reports to the President.
- Provide recommendations to improve service delivery, training effectiveness, and operational maturity.
- Identify risks and implement corrective or preventive actions based on data insights.
Process Improvement & Documentation
- Establish and maintain standard operating procedures for service delivery.
- Ensure documentation is consistently updated, accurate, and accessible to the team.
- Identify workflow inefficiencies and implement improvements to enhance quality and speed.
- Standardize resolution processes for recurring issues and common requests.
- Encourage knowledge sharing and create an environment of continuous improvement.
Required Qualifications
- 5+ years of experience in IT support, IT service delivery.
- MSP background supporting multiple clients and diverse environments.
- Experience scaling or managing a growing service team.
- Strong working knowledge of PSA ticketing systems in an MSP environment ( Halo experience is a plus but not required ).
- Familiarity with RMM and monitoring platforms and the ability to guide technicians in proper use.
- Proven ability to lead with accountability while maintaining morale and team cohesion.
- Technically fluent enough to:
- evaluate quality of troubleshooting
- understand escalation paths
- assess operational health
- support higher-tier issues when necessary
- Strong communication, leadership, and organizational skills.
- Experience analyzing service performance and delivering operational reports.
Preferred Qualifications
- Experience building technician development programs or training frameworks.
- Familiarity with ITIL concepts or structured service management practices
(certification a plus but not required).
What Success Looks Like
- A service desk team that is consistently growing technically and operationally.
- Clear visibility into performance through accurate, actionable reporting.
- Measurable reduction in escalations and recurring support issues.
- Strong technician engagement, accountability, and retention.
- Reliable, predictable service delivery with continuous improvement over time.
